EMERGENCY GUIDE
Individual Project | UX/UI Design | 2018
How to improve the communication experience of overseas emergency medical treatment
This app aims to improve the timeliness of servies provided by current insurance and rescue companies and to solve communication problems with doctors when seeking urgent medical treatment in the case of people experiencing sudden accidents (eg. fractures, heart disease, dengue fever, etc.) when traveling abroad.
DESIGN BRIEF
Background
As the number of travelers increases, people's awareness of safety in travel is also strengthening. It is especially important to choose a suitable insurance. But people always confused when facing multiple insurance choices. Sometimes they won’t get services even relevant insurance have been bought. Some people will even miss the optimal treatment time because of the delayed emergency rescue service, which leads to tragedy.
Design Opportunity
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How might we choose insurance?
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How might we improve the efficiency of the check process?
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How might we improve the communication experience between patients and doctors in an emergency?
Action
Decide to Travel
Choose Appropriate Insurance
Accident Occurred
Check Documents
Repatriate
Emotion
Happy
Anxious
Nervous
Impatient
Happy
RESEARCH
Focus Question
Through second-hand information and telephone survey, we found that people can only get very little information before going abroad. There are way more problems arising from accidents after going abroad than at home.
RESEARCH
Journey Map
RESEARCH
Persona - Patients
CONCEPT DEVELOPMENT
Problem Statement
Communication
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Language communication problems exist throughout the process. The current communication method is manual translation or translation software.
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The way the doctor speaks easily affects the patient's mood
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Hand-over issues between domestic doctors and foreign doctors
Efficiency
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When an accident occurs, the insurance company will not start the rescue service immediately.
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Procedures about looking for a hospital and making appointments are unclear and time-consuming.
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Large numbers of documents shall be reviewed repetitively between rescue companies and insurance companies and between hospitals and patients
Value Proposition
Seeking Emergency Medical Treatment Overseas
Location Service Translation System
Core
Enabling
Enhancing
Timeliness Visualization of Medical Guidance Correlation of Insurance Storage of Cases
CONCEPT DEVELOPMENT
Service Blueprint
DESIGN
Logo
Wings represent speed and love represents care. It means that you will receive timely rescue service in an emergency by using the app.
Experimental Process
Through testing, we found that users hope to get to the clinic faster by taking a taxi. At the same time, the app should be improved in visualization. It would be better to provide hints or guidance information, etc. for users who use the app for the first time to achieve faster use.
DESIGN
Prototype
Insurance Page
Provide users with relevant insurance products.
Home Page
The user clicks ‘SOS’ and the app will automatically match nearby clinics according to the insurance policy.
Match Clinics
Screen out qualified clinics for users (preferably provide insurance services), selecting the optimal clinic and clicking ‘Reservation’.
Fill Out the Form
The initial user should fill out the reservation form, such as ‘Allergic History’, on his way to the clinic.
Make an Appointment
After the submission, the nurse will arrange an appointment as soon as possible.
After arriving at the clinic, show the QR code to the nurse to confirm.
Visit
The user describes the general condition to the doctor, such as: where the pain is, the degree of pain, and the duration, etc.
If the user is still worried about the unclear expression, he can switch to the real-time translation function.
Further Visit
If the doctor needs more detailed diagnosis information, for example, getting an X-ray, the user will receive the QR code and goes to the examination room to confirm.
Get the results of the examination, click ’Preserve’ to save the personal information and send it to the doctor.
Take Medicine
Doctors produce diagnostic results and present prescription drug information.
Click ‘Offline’ or ‘Online’, App will plan the nearby available drugstores for users to buy and pay.
Personal Page
After returning home, the user can check the detailed medical history overseas.